- Homecare service
Home Instead Portsmouth
Report from 1 October 2024 assessment
Contents
Ratings
Our view of the service
Date of assessment: 2 October 2024 to 15 October 2024. Home Instead Portsmouth is a domiciliary care agency and provides personal care to people living in their own homes. Not everyone was receiving personal care. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we consider any wider social care provided. At the time of this inspection 23 people were receiving support with personal care. The provider and staff had created an exceptional shared vision and culture based on active listening, learning and building trust. Leaders were always visible, very knowledgeable and extremely supportive, consistently helping staff develop in their roles to enable a continually improving service. Staff felt supported to give feedback, were treated equally, free from bullying or harassment. The provider worked with the local community to deliver the best possible care and were receptive to new ideas. For example, they offered and delivered training within their local community to improve the lives of the people living within it. People were always treated as individuals with exceptional kindness and compassion. The service supported staff wellbeing exceptionally well. People were consistently protected and kept safe by staff who had an excellent understanding of risks. All staff had the right skills, qualifications and experience to provide outstanding care and support. There was a good learning culture in which managers investigated incidents thoroughly. Staff managed medicines well. People were always involved in decisions about their care. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff worked with all agencies involved in people’s care for the best outcomes. People knew how to give feedback or make complaints and were confident the service took it seriously and acted on it.
People's experience of this service
The service was exceptionally caring and had an emphasis on caring for people as individuals. Everyone we spoke with told us how extremely caring and supportive the staff were and how they often went the extra mile to ensure people’s needs were met. One person told us, “I would call them caring carers. Of course they treat me and everything with respect. I feel that they genuinely do care for me.” A family member said, “They are very kind and attentive, they are the right match for my Mum. Respect? Yes definitely. I leave a note about anything extra and it’s done! They make her feel comfortable during personal care and put water in the kettle when leaving so that she can independently make a cup of tea.” The service matched staff to individual people meaning people were cared for by staff who had shared interests and backgrounds. People said their dignity and human rights were fully promoted and they were encouraged to make decisions. People and their relatives told us about the positive impact the service had had on their lives. For example, enabling them to remain in their own homes, maintaining or increasing their independence and health and supporting social interests and activities. People told us they felt listened to and consulted when planning and agreeing how care and support should be provided. People, family members, health and social care professionals all said they would recommend the service and would be happy for a family member to receive support from Home Instead Portsmouth.